Sumit Chandna

Led and managed a cross-regional team of Customer Success Managers across the EU and UK. Oversaw customer relationships with account managers throughout the sales lifecycle in line with SLAs. Supported strategic business initiatives and aligned global teams to deliver a unified customer experience. Collaborated with analytics, technical support, and sales to drive customer experience improvements and stakeholder engagement.

Led client onboarding and collaborated with Sales and Project Managers to ensure seamless implementation. Managed cross-functional operations, aligning with internal teams on compliance, finance, and product development. Scoped and communicated project timelines and requirements to stakeholders, ensuring alignment and transparency. Supported strategic initiatives, delivered platform training, and negotiated service packages based on client needs.

Led a team of partner specialists, managing hiring, training, and performance to ensure high-quality service delivery. Conducted resource planning to optimise team allocation and improve operational efficiency. Collaborated with partners, account managers, and department leads to drive growth and streamline workflows. Championed strategic improvements through innovation, problem-solving, and consistent leadership.

One point of contact for assigned partners' daily operations. Manage partner accounts, ensuring deal transactions and service pricing are aligned with SLAs. Develop and maintain relationships with partners, optimising service quality and satisfaction. Collaborate with internal and external stakeholders to drive profitable business relationships. Ensure quality assurance of contracts signed with partners. Travelled to partners' locations for training and onboarding workshops.

Resolve customer complaints with empathy, resulting in increased loyalty. Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. Provide coaching and mentoring to new hires, contributing to their successful integration into the team. Contribute to sales growth by upselling products and services based on individual customer requirements.

Manage end-to-end recruitment processes for multiple positions simultaneously. Conduction of initial rounds (telephonic or personal) of interviews. Enhance candidate experience by providing timely and constructive feedback throughout the recruitment process. Coordination with clients and candidates regarding interviews and post-employment formalities.

Manage end-to-end recruitment processes for multiple positions simultaneously. Collaborate with hiring managers to develop accurate job descriptions that effectively communicate role expectations and requirements. Maintain regular communication with candidates in the pipeline, ensuring they remain engaged. Increase the quality of hire through thorough pre-screening of candidates and conducting in-depth interviews.